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Tier 2 Technical Support

Fort Morgan, CO, US • Posted 12 days ago • Updated 5 hours ago

Full Time

On-site

Fitment

Dice Job Match Score™

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Job Details

Skills

Computer Assembly
Call Center
Tier 2
Network Operations
Field Operations
Technical Support
Wireless Communication
Training
Multimedia
Messaging
Internet
Provisioning
Issue Tracking
Quality Assurance
Bilingual
Spanish
English
Customer Service
Communication
Attention To Detail
Multitasking
Network
Microsoft Windows
Health Insurance
Life Insurance

Summary

Are you passionate about technology, whether it be gaming, building computers or just helping friends/family with the most recent phones? Then you will fit right in at Viaero as a Tier 2 Technical Support Advisor.

We train our Tier 2 Technical Support Specialists to work onsite at our Call Center and be our in-house experts when it comes to resolving technical device and network issues for our customers. They strive to provide one-call resolution. Tier 2 Advisors will work closely with Customer Service, Network Operations and Field Operations to provide technical support and assistance to our customers. Because of the nature of this position, candidates must possess outstanding work skills including, but not limited to, excellent verbal and written communication skills, ability to multitask and work under pressure, strong understanding of technology, and most importantly a commitment to the customer for a fast resolution.

On-call and weekend shifts are done by rotation.

Responsibilities and Duties:

Provide strong customer service to internal and external customers
Handle a large volume of inbound calls from internal and external customers for technical issues regarding Viaero's wireless products and services (training is provided!)
Communicate with internal and external customers in a professional manner while demonstrating courtesy, and patience
Provide support to internal and external customers for text, multimedia messaging and internet equipment and services
Utilize tools and resources to troubleshoot network complaints and provisioning errors
Document problems with high degree of accuracy utilizing a trouble ticket system
Achieve quality assurance standards for consistent performance
Demonstrate consistent and punctual attendance. Must be able to work a variable schedule and overtime when necessary
Provide input on the implementation of new products to improve the efficiency of resolution of network issues
Assist and provide guidance to new team members
Additional duties as required.

Qualifications:

High School diploma or equivalent is required
Associate Degree preferred
Bilingual (Spanish/English) is a plus
Tech savvy and have an aptitude for understanding technology
Energetic, able to work under pressure in dynamic, fast-moving environment
Exceptional customer service skills
Outstanding verbal and written communication skills
Detail oriented
The ability to multitask and strong troubleshooting skills
The ability to learn about our network and technical features of our products to improve efficiency
Experience working with Windows-based computers, including general office software

What we offer:

Competitive pay
Growth opportunities
Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental), Short-term Disability, Life Insurance, freephone/service, tuition reimbursement, 401(k) with company match, vacation, sick leave, and holiday pay.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10271345
Position Id: e41dab1f8dc91643a3e00b8d43539d0b
Posted 12 days ago

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